Manager, ITSM Ticketing Platform
Global Payments Inc.
full-time
Posted on:
Location Type: Office
Location: Portland • Maine • United States
Visit company websiteExplore more
About the role
- Help us build the next generation of tools for Service Management with strategic direction, technology refreshes, automation and integrations
- Work with a team of seasoned and novice administrators to define successful execution strategies including governance frameworks plus analyzing and translating business information and technical requirements into solutions to achieve complex business objectives
- Staff management including performance reviews, coaching and development of IT professionals who design/develop or acquire/adapt application software
- Ability to manage a direct team matrix team, contractors and/or consultants with continuous coaching, feedback and performance reviews
- Maintain application stability and growth for Operational Governance services regular system health monitoring and action plans, proactive vendor management for service level and upcoming features
- Provides overall direction and guidance to assigned project managers, reviews project requests, and coordinates schedules/departmental activities
- Translate business requirements into technical implementation and operational management
- Outage resolution and performance triage across all tools
- Develop standards for and/or adhere to existing standards, policies, processes, procedures, governance, compliance and security standards
- Maintain good working relationships with vendors, partners and suppliers
Requirements
- Bachelor’s degree in Computer Science, MIS or similar field, and/or equivalent work experience
- 3+ years experience with enterprise-class ticketing systems
- 5+ years experience in application development or production support
- Experience with ITSM/ITIL methodologies
- Demonstrates leadership with experience in managing people in multiple locations
- Organizational Change Management leadership skills required
- Ability to identify and analyze problems quickly and recommend flexible creative permanent solutions
- Strong project management skills, demonstrates ability to effectively organize and manage multiple tasks as projects, ensuring completion to meet deadlines
- Excellent attention to detail on multiple simultaneous tasks
- Strong facilitation and executive communication (written & verbal) skills required, excellent verbal presentation skills
- General level knowledge of Windows and Linux operating systems and technologies
- Solid understanding of technologies that support the services offered
- Willing to learn and apply new technologies and methodologies to improve the technology that supports the services
- Ability to travel, including worldwide locations
Benefits
- medical, dental and vision care
- EAP programs
- paid time off
- recognition programs
- retirement and investment options
- charitable gift matching programs
- worldwide days of service
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
application developmentproduction supportenterprise-class ticketing systemsITSMITILWindows operating systemLinux operating systemgovernance frameworksautomationintegration
Soft Skills
leadershipcoachingorganizational change managementproblem analysisproject managementattention to detailfacilitationexecutive communicationteam managementrelationship management
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in MIS